We hope you had happy holidays and are raring to go in 2013! It’s been a busy past month at Jungle Disk and we want to update you on our progress.
We Hear You
Over the past month we have been busy working on our renewed commitment to you, our customers. We sent our first-ever customer feedback survey out to half of the Jungle Disk customer base on December 5th and we are now analyzing the responses. We will discuss the findings in coming weeks, once the results are tabulated, but at a high level, the responses were extremely polarized. We received a large number of positive responses from those of you who love the service and would highly recommend it to your friends or colleagues. We also received a large number of negative responses from some of you who would not recommend Jungle Disk because of our lack of communication, dearth of visible product development, and the absence of live customer support. We’ve found this feedback very useful, and we’re addressing each of the critiques mentioned here in our new plans for the product. We realize it will take time and hard work to win back the customers we have disappointed, but that is our goal as a team.
Introducing Our New CTO
A big focus of ours has been building out the Jungle Disk team and we are pleased to introduce Trey Fischer (trey@jungledisk.com) who has come onboard to lead all technical and operational efforts for the Jungle Disk product. You can think of him as our de-facto CTO. Trey has been at Rackspace for 9 years and is one of the most talented and highly regarded Rackers at the company (at Rackspace, we call ourselves “Rackers”). Having worked on the “front lines” in the dedicated hosting business supporting one of Rackspace’s larger customers, and leading the Windows Support environment for Rackspace’s Managed Cloud product, he has seen it all and is going to be huge asset to the Jungle Disk team.
In his latest role Trey has been intimately involved with the customer support of the new Rackspace Cloud Backup product, the next generation of the Jungle Disk backup product which is currently available to Rackspace customers for backing up Cloud Servers, and which we are looking to roll out to Jungle Disk customers this year. You can expect to hear more from Trey as he engages with technical topics here on the blog.
Back to Basics
We are going to introduce a “Best Practices” series of posts on the blog. Written by our customer support technicians, these posts will provide explanations and walkthroughs for common uses of the Jungle Disk product, such as setting up a Backup Vault or best practices for using the Network Drive with a team in your organization. Following these best practices can ensure smooth functioning of the product. Although these practices may be basic stuff for the more experienced among you, and a number of these gems already exist in our customer support forums (http://support.jungledisk.com/forums), we think the blog will be a good place to showcase updated versions of these practices to help you use Jungle Disk successfully. Stay tuned and expect to see this series kick-off in a couple of weeks.
As highlighted previously we want to hear from you, our customers. We encourage you to share your thoughts with us at feedback@jungledisk.com.
Huw Edwards
General Manager, Jungle Disk
huw@jungledisk.com
